Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C....

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Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education School of Medicine

Transcript of Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C....

Page 1: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Herding Cats Managing Up, Down, and Sideways

Amy C. Day, MBA Director of Graduate Medical Education School of Medicine

Page 2: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Agenda

About me and UCSF GME

Management vs leadership

Leadership strategies

Page 3: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

About Me

15 years of experience in graduate medical education

• Program coordinator --- GME staff --- GME director

Academic interest: program coordinator development

ACGME Coordinator Advisory Group

National speaking and mentoring

Page 4: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

UCSF Graduate Medical Education GME Community

• 1,500 residents and fellows • Programs:

‒ 27 residencies ‒ 62 ACGME/ABMS fellowship programs ‒ 108 non-ACGME fellowship programs

• ~130 program coordinators

• ~160 program directors

• Three major training sites: UCSF Health, San Francisco Veterans Affairs Medical Center, Zuckerberg San Francisco General Hospital and Trauma Center ‒ More than 60 additional sites

Office of GME • Staff of eight (in addition to director) • Five faculty (in addition to the Associate Dean/DIO)

Page 5: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Pair Share

What do you enjoy most about your job?

Page 6: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

What Do You Enjoy Most About Your Job?

Page 7: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Pair Share

What are three words to describe your role?

Page 8: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Three Words to Describe Your Role

Hub of the wheel Mother Hen/Mom

Nag/Nagger-in-Chief Snack provider

Babysitter

Page 9: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Managing Up, Down, and Sideways

4/5/2017 9

Program Coordinator

Program Director

Residents and Fellows

Department Chair

Affiliates

Clinic Staff

Office of GME

Others in Department

Others in Institution

Page 10: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

How do we manage everything?

Some days better than others

Much of our time is spent being reactive and managing tasks/situations/people

Not efficient, fulfilling, or effective

4/5/2017 10

Solution: Stop trying to manage everything and everyone.

Develop your leadership skills and LEAD!

Page 11: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Management versus Leadership

Kotter, John P. What Leaders Really Do. Harvard Business Review, December 2001.

Management Leadership

Coping with complexity Coping with change

Planning and budgeting Setting a direction

Organizing and staffing Aligning people

Controlling and problem solving Motivating people

Page 12: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Stress Can Create Difficult Interactions

Difficult, stressful situations often make it difficult to deal with even your favorite people

Fast-paced work environment

• Often no time to second guess

• Fear of mistakes and missteps make us lose perspective

• Personal interactions don’t go the way we want

Manage your stress to be a better leader

Badowski, Rosanne. Managing Up: How to Forge an Effective Relationship with Those Above You. 2003.

Page 13: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

1. Manage Your Stress: Reframe

Work = a game

• Score

• Win some

• Lose some

• Play fair and by the rules

• Play as a team

• Have fun

Hockey! Goal tending!

Page 14: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

2. Manage Your Stress: Your Well-Being

Sleep

Exercise

Eat healthy

Meditate

Volunteer

Surround yourself with supportive people

Use your vacation time

If you’re sick, stay home

Hobbies

Etc

Page 15: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Emotional Intelligence

First brought to wide audience in 1995 by Daniel Goleman

• Applied to business in 1998 HBR article

Most effective leaders have a high degree of emotional intelligence

Not only distinguishes outstanding leaders, but is also linked to strong performance

Goleman, Daniel. What Makes a Leader? 1998. Reprinted, HBR Guide to Managing Up and Across, 2013.

Page 16: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Emotional Intelligence - 5 Components Definition Hallmarks

Self-Awareness

Recognize and understand own moods, emotions, drives; and effect on others

Self-confidence Realistic self assessment Self deprecating sense of humor

Self-Regulation

Ability to control or redirect disruptive impulses and moods; able to suspend judgment – think before acting

Trustworthiness Integrity Comfort with ambiguity Openness to change

Motivation Work for reasons other than money/status; pursues goals with energy and persistence

Strong drive to maintain optimism Organizational commitment

Empathy Understands emotional makeup of others; treats people according to their emotional reactions

Expertise in building/retaining talent Cross-cultural sensitivity Service to others

Social Skill Proficiency in managing relationships and building networks; ability to find common ground and build rapport

Effectiveness in leading change Persuasiveness Expertise in building/leading teams

Page 17: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Why does emotional intelligence matter? Able to identify and manage your emotions as well as those around

you

Helps you develop teams who are happier and more productive

Without it you can be seen as insensitive, arrogant, volatile, rigid, and/or selfish

Those who are emotionally intelligent are seen as good listeners and communicators

The best program coordinators I know are incredibly emotionally intelligent

Page 18: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Can emotional intelligence be learned?

There is a genetic component

It increases with age = maturity

Lives in the part of the brain (limbic system) that learns best through motivation, extended practice, and feedback

What should you do?

• Ask for feedback and use it

• Talk through difficult situations with others

• Be more self-aware and reflect

• Don’t just read a book or take a course --- it takes sincere desire and concerted effort

Page 19: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

“Ingredients” for Managing Up Others

Chemistry Common Sense Trust Preparedness

Confidence Adaptability Impatience Simplicity

Energy Fairness Resilience Communications Humor Teamwork

Passion and Purpose

Badowski, Rosanne. Managing Up: How to Forge an Effective Relationship with Those Above You. 2003.

Page 20: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Pair Share

What gets you out of bed everyday? Why do you come to work?

Page 21: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Passion and Purpose

Page 22: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Motivation: The Power of Why

Why? What is your purpose, cause, or belief?

Use your “why” to inspire and motivate yourself and others

What

How

Why

Sinek, Simon. Start with Why: How Great Leaders Inspire Everyone to Take Action. 2009.

Page 23: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Motivating Yourself

Sense of progress – work that is meaningful to you, your colleagues, the organization, and the community/world

Tips:

• Understand what makes you tick

• Set your own goals

• Use if-then planning

• Evaluate your own performance and ask for feedback

• Expand your internal and external networks

• Focus on learning Mosow, Julie. How to Motivate Yourself When Your Boss Doesn’t. Harvard Business Review, November 2014.

Page 24: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

How do you Lead from where you Sit?

The Five Practices of Exemplary Leadership

1. Model the Way

2. Inspire a Shared Vision

3. Challenge the Process

4. Enable Others to Act

5. Encourage the Heart

Kouzes, James; Posner, Barry. The Leadership Challenge: How to Make Extraordinary Things Happen in Organizations. Fifth Edition, 2012.

Page 25: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

1. Model the Way

Your behavior earns you respect

First, be clear about your own guiding principles

Clarify values by finding your voice – clarify who you are and your core values

4/5/2017 25

Actions speak louder than words Practice what you preach Are you role modeling what you ask of those around

you?

Page 26: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

2. Inspire a Shared Vision

The vision is what creates the future

Envision the future by imaging exciting and ennobling possibilities

Enlist others in a common vision by appealing to shared aspirations

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Lead projects, teams, committees Seek opportunities for collaboration – work with your

GME office and administrator colleagues Shared aspirations: medical education and patient care

Page 27: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

3. Challenge the Process

Leaders are pioneers

Search for opportunities by seizing the initiative and looking outward for innovative ways to improve

4/5/2017 27

Constantly evaluate processes and procedures Don’t just complain…make suggestions Don’t be afraid of change Lead change Come up with ideas and lead the team to implement/fix

Page 28: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

4. Enable Others to Act

Leaders foster collaboration by building trust and facilitating relationships

You can’t do it all by yourself

When you strengthen others by increasing self-determination and developing competence, they are more likely to give it their all and exceed their own expectations

4/5/2017 28

Build and use your networks – you are only as strong as

your network Obtain buy-in and collaborate with others Bring out the best in those around you Surround yourself with those who are good at things

that aren’t necessarily your strength

Page 29: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

5. Encourage the Heart

Genuine acts of caring draw people forward

Recognize contributions by showing appreciation for individual excellence

Show appreciation for people’s contributions and create a culture of celebrating the values and victories by creating a spirit of community

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Birthday cakes, treats, etc. Say thank you Send emails to supervisors (chief residents; program

directors; others) to show appreciation and recognition Check-in with your trainees (show up at conference or

clinic; email; page; etc)

Page 30: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Summary of Leadership Strategies

Emotional intelligence – develop and use it

Manage your stress

Use the ingredients for managing others

Keep yourself motivated

Use your why to motivate others

Take the opportunity lead from where you sit

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Page 31: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Managing Up, Down, and Sideways

4/5/2017 31

Program Coordinator

Program Director

Residents and Fellows

Department Chair

Affiliates

Clinic Staff

Office of GME

Others in Department

Others in Institution

Page 32: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Pair Share

What is one thing you will try to do differently to manage your “cats?”

Page 33: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About

Summary

Work is a game!

Recognize the difference between management and leadership

Manage your stress and use the other strategies

You can be a better herder of cats through leadership

Take one action next week!

Page 34: Herding Cats Managing Up, Down, and Sideways · Herding Cats Managing Up, Down, and Sideways Amy C. Day, MBA Director of Graduate Medical Education . School of Medicine . Agenda About